Alexis Setchell Email & Phone Number

Haverhill, MA

• Supervise and train staff, managing daily assignments and ensuring high-quality service and accurate processing of member transactions.
• Collaborate with leadership to influence effective operations and interface between departments.
• Develop and maintain a productive team environment, ensuring staff adherence to protocols and high service standards.

Byfield, MA

• Promoted ideal productivity by managing technical responsibilities, successfully leading 3 customer service teams of 30+ members
• Streamlined escalation processes based on evaluation of current systems, increasing efficiency 33%
• Enhanced operations oversight by creating and implementing a comprehensive database system, reducing errors by 30%
• Completed weekly performance reviews utilizing productivity data reports, resulting in 20% performance improvement
• Led projects with a fiscally responsible mindset, decreasing expenditures over 50%
• Fostered culture of excellence by monitoring orientation and training to ensure 70+ employees were able to meet goals and objectives

Byfield, MA

• Supervised 40 team members with a customer first mentality, earning NPS score of 7.6
• Created schedules by coordinating workflows across departments, meeting business and patient needs
• Monitored assignments and routines consistently to confirm accurate and timely completion

Byfield, MA

• Revamped standard operating procedures (SOPs) by collaborating with leadership, ensuring 100% compliance with state and federal regulations
• Supported 180 staff by crafting a user-friendly workbook tool, positively influencing productivity
• Generated in-depth reports after identifying spark points and areas of failure in external errors, leading to realistic opportunities for improvement

Byfield, MA

• Oversaw inbound collections customer service operations while focusing on strategic initiatives, expertly directing 3 departments
• Interacted with customers using stellar communication skills, handling 120 calls daily on average
• Operated 3 computer programs by being able to multitask, exceeding performance expectations

Byfield, MA

• Processed patient orders by coordinating with upper management, maintaining efficiency of call center
• Addressed concerns utilizing robust problem-solving abilities, resolving issues with 40-60 escalated outbound calls
• Assisted employees by providing insights and guidance to help correct errors and respond to inquiries

Byfield, MA

• Communicated with patients, providers, and physicians by employing superior interpersonal skills, managing 80-100 inbound calls daily
• Collected patient data by being detail-oriented, ensuring adherence to plan-specific guidelines
• Accomplished customer accommodations using solid decision making, building reputation for reliable solutions

Salem, NH

* Managed inbound collections customer service operations across three departments, handling an average of 120 calls daily.* Engaged customers in comprehensive discussions about payment plans, providing clear and accurate explanations of individual account details.* Exhibited strong multitasking skills by effectively navigating three separate computer.